I shop New World - frequently asked questions

ABOUT I SHOP NEW WORLD

What is I shop New World?

I shop New World is our new online shopping service, now available at New World Botany, Eastridge, Howick, Kumeu, Levin, Mt Roskill, Stonefields and Thorndon. You can now do your grocery shopping wherever you are and whenever it suits you, on your smartphone or tablet, using our mobile app. There are two convenient ways to shop: Click & Collect and Delivery (available in certain areas).

When will online shopping be available at other New World stores?

The service will be rolled out to other New World stores around the North Island soon. As we make it available at each store, we’ll be sure to communicate the news. We’ll also keep our South Island customers updated on what’s happening in their neighbourhood as we develop the service further.

How do I sign up for I shop New World?

Simply download our I shop New World app from the App Store or Google Play (if you haven’t done so already), complete the registration and then start shopping right away.

Do I have to be a New World Clubcard member to shop online with New World?

Not necessarily, however shopping as a Clubcard member is a rewarding experience, both online and in store. You’ll enjoy instant discounts with exclusive Club Deals and get rewarded by collecting Fly Buys points or earning Airpoints Dollars™. Join Clubcard now (if you haven't done so already).

Can I shop online using my computer?

The I shop New World website is coming soon. In the meantime, you can shop online using our mobile app on your smartphone or tablet.

What happens if I forget my password?

How do I change my password?

You need to be logged in to change your password; go to ‘Edit my account’ in the main menu and select ‘change password’. If shopping online as a Clubcard member, keep in mind that the same password is used for your New World Clubcard login, so once changed via the I shop New World app it’s also changed for your New World Clubcard login.

How do I change or update my delivery address?

To add a new delivery address, go to the ‘My Addresses’ option from the menu and use the + sign to enter the details. The most recent address you’ve added will be automatically selected for delivery. Please note that the products available and their prices may be different depending on the address you select, when online shopping is rolled out to other stores.

Can I have more than one delivery address on my account?

Yes, you can have multiple delivery addresses, and you can name them to make them easy to identify.

ORDERS

How far in advance can I order?

You can order up to 7 days in advance of the day you want to collect or get your shopping delivered.

If I want to place an order, change an order or cancel it, when can I do it by?

You can place, change or cancel your order up to 6 hours prior to order pick-up/delivery time; however, for order pick-up/delivery before 10am, you can make changes up until 10pm the night before (the order cut-off time).

How do I cancel my order?

To cancel an order, go to My Orders, select the order and follow the prompts.

How do I change my order?

To change an order, go to My Orders, select the current order you’d like to update, hit the ‘EDIT’ button and follow the prompts.Please note that any updates to your order may result in a change in the total price of your shop. There may be price variations for some of the items in your order, as well as variations of the service fee (if you’ve opted for delivery), based on the final value of your shop and the time the amends are made.

Is there a minimum order value?

The minimum order value is only $1.

Where does my order come from?

Your order will be picked and fulfilled from the store you’ve chosen.

Do you supply trade orders?

No, we do not supply trade customers. If we suspect that you are purchasing goods for resale, then we will not be able to fulfil your order.

Can I buy everything that’s available in store?

You can buy most things online however there are some exceptions, such as flowers, gift cards, tobacco, hot food, oversized items and very heavy items.

Can I buy alcohol online?

Alcohol is available online for customers aged 18 years and over (please note that it is illegal to make a false declaration of age in order to purchase alcohol). Furthermore, someone aged 18 years or over needs to pick up or receive the order; a proof of ID will be required.

How do I shop from a saved list or previous order?

Go to ‘My Lists’ or ‘My Orders’, select the list/previous order you’re interested in and then select ‘Add to order’. New prices may apply to the products from your previous order.

How do I create a list?

Select ‘My Lists’ and use the + symbol to add a new list. You can also create a list at any time during your shopping by swiping your basket up and then selecting the list icon at the top (‘Add order to list’).

How do I edit a list?

Go to ‘My Lists’, select the list you want to edit and follow the instructions.

What happens if a product I’m after is out of stock?

Before submitting your order you can let us know your substitution preference. If you accept substitutions, your Personal Shopper can select a similar item for you if the original item you have ordered is unavailable. Otherwise, if we can’t supply the product requested, you won’t receive another product in its place.There are some products we won’t normally substitute, such as alcohol, baby formula, hair dye and vitamins. These products are usually specifically chosen by customers based on personal taste and preference, and therefore aren’t appropriate to substitute.

If I accept substitutions, what price will I be charged for the items that have been substituted?

If a product you have ordered is not available, we will try to substitute it with a similar product of equal or higher quality, but we will only charge you an equal or lower price.

Can I give my Personal Shopper special instructions?

Yes, you can. Just swipe up your basket and use the comment icon (top left) to add an order comment (e.g. ‘no plastic bags, please’). Alternatively, select a specific product and then use the comment icon to add a product related comment (e.g. ‘green banana, please’).

Do I need to save my trolley as I shop?

Your trolley will be saved automatically if you are logged in. Items will remain in your trolley until you purchase them. No matter what device you sign in from you’ll be able to see any items you’ve added. Please keep in mind that specials and deals are only available for a certain period of time and will be priced at the date the order is submitted.

How do I know that my order has been successfully placed?

Once you've checked out, you'll receive a confirmation email, detailing all the products, quantities and an estimated order value.

Can I choose not to get my order in plastic bags?

Yes, you can. Please leave a note in the order comments (by swiping your basket up and tapping on the comment icon) and we will do our best to comply with your request.

PRICING AND PAYMENT

Are the prices online the same as the prices in store?

While we endeavour for prices shown on I shop New World to match our in-store prices, they may not always be the same.

When do specials start and finish online?

Most specials run for one week, starting on Monday and finishing on Sunday – however at times there will be specials that run for shorter or longer periods of time. Tap on the product image to find out when the specials run until.

What specials are available online?

You will find most advertised specials available online, including exclusive Club Deals.

Why am I seeing an ‘estimated total’ on my order?

The final value of your order may differ from the estimated total. Items in your order are charged at the price applicable at the time you submit your order or any subsequent order amends, except in the following cases:

When an item is out of stock – you won’t be charged for that item

If we substitute an item – you'll be charged an equal or lower price than the price of the original item

Variable weight products – when we pack your order, we weigh the items and charge the price per kilo at the time you ordered for the exact weight supplied

What are your service fees?

The service fee for Click & Collect is $5, whatever the value of your order.The service fee for Delivery is $15 for orders up to $199.99, respectively $10 for orders $200 or more.

How do I pay for my order?

You can pay either by credit or debit card - Visa or Mastercard.

Do you accept New World Gift Cards, New World Dollars or Christmas Club funds as payment?

We can’t accept any of these for online shopping at the moment.

Can I set up an account and pay at the end of the month?

No, we don’t offer this type of payment method.

Can I save more than one card to my account?

Yes, you can have more than one credit or debit card linked to your account. Each time you shop you’ll be able to choose which card you want to use.

How and when is my payment processed?

A nominal charge of $1 will be taken from your payment card at the time of the order to ensure your card is valid. This charge will be reversed within 7 days after you submitted your order. Payment is then finalised when we have picked and packed your order, which in most cases is the day your order is due to be collected or delivered.

What happens if my card is declined?

If your credit or debit card is declined by your financial institution we will contact you to make alternative payment arrangements. We can only release your order for collection or delivery once it has been paid.

Will I get a fuel discount voucher with my order?

Fuel vouchers are not available for online shopping at the moment.

Do I receive a tax invoice?

Yes you do; it will be emailed to you after we pick and pack your order. You will receive a packing list with your order.

How do I replace an invoice?

Please call our Contact Centre on 0800 463996.

DELIVERY

Do you deliver to my area?

To check whether we deliver to your area, choose the ‘Delivery’ option and then enter your designated delivery address.

What are your delivery hours?

Delivery hours may differ between stores. You can book an available delivery timeslot before you place your order. This slot will be held for you for up to one hour, whilst you shop.

How much does delivery cost?

Delivery fees are $15 for orders up to $199.99 and $10 for orders $200 or more.

Do I need to be at home to receive my delivery?

We strongly recommend that you are at home to receive your order. If a delivery can’t be made because you weren’t at home during your scheduled delivery time, we’ll contact you. If instructed, we can leave your order at your door (or agreed location), at which point it becomes your responsibility. If your order contains alcohol items, these cannot be left unattended, and will be returned to the store. In this instance, we will refund the amount to your chosen payment method. Additional fees may apply for re-delivery of those items.

I wasn’t at home to receive my delivery, it’s been left at my door and has now deteriorated - will you refund or replace?

No. It is your responsibility to be at home during the delivery time to receive the order. If your order is left unattended at your request, you are fully responsible for it from that point onwards.

How do I change my delivery time?

You can change your delivery timeslot during your shopping (before submitting your order) by swiping your basket up and selecting ‘Change timeslot’.To change your delivery timeslot after you’ve submitted your order, go to My Orders, select the current order you’d like to update, hit the ‘EDIT’ button and follow the prompts. Please note that changes may be possible up until the order cut-off time (i.e. up to 6 hours prior to delivery; or, alternatively, up until 10pm the night before, for order delivery before 10am).

How do you deliver?

Our experienced drivers use equipment designed to keep your groceries at the correct temperature for their whole journey. The driver brings the shopping to your door, where you'll be asked to sign for the delivery.

Who's my online delivery person?

Our delivery team are all carefully selected employees of the New World store fulfilling your order.

Who can sign for a delivery?

Anyone in the household can sign for a delivery – however, for deliveries which include alcohol, someone over the age of 18 will need to sign; a proof of ID will be required.

Am I able to receive my order at a specific time within the delivery time I have selected?

No. Our delivery team have many deliveries to complete and they need to plan their delivery routes based on what is most efficient.

What if my delivery is late?

Delays sometimes happen due to circumstances beyond our control, so we'll endeavour to contact you and inform you of any delay as soon as we can.

What if I haven’t received all the items I’ve asked for?

If an item you have ordered is missing from your delivery, please call our Contact Centre on 0800 463 996.

What if I’m not happy with what's been delivered?

Please contact our Contact Centre on 0800 463 996.

CLICK & COLLECT

Where do I collect my groceries in store?

To collect your groceries, simply head to the lockers located at the store where you placed your order and enter the code supplied via email. In most cases lockers are situated outside the store, and there are reserved carparks in front for your convenience. In other cases lockers can be situated inside the store.

Do I need to bring anything with me when I collect my Click & Collect order?

We can only supply alcohol to customers 18 years or older, so if your order includes alcohol you will not be able to access your locker until you show a valid NZ ID to one of our team members. To get a team member to meet you at the lockers, please use the intercom located next to the lockers. Valid forms of ID include an 18+ HANZ Card, a current NZ Driver’s Licence or a current Passport. If you’re unable to show a valid ID which proves you are 18 years or older, any alcohol in your order will be removed and a refund will be issued for those withdrawn products.

How much does Click & Collect cost?

It will cost you a flat fee of $5 whatever the value of your order.

What happens if I am running late to collect my Click & Collect order?

It is important that you only choose a timeslot that you will be able to meet, however if you find yourself unable to collect your order within the timeslot chosen please call our Contact Centre on 0800 463 996 to make alternative arrangements.In order to ensure the temperature integrity of chilled and frozen items and/or release the locker to the next customer, it is likely that we will remove your order from the allocated locker for safe keeping within the store.

How do I change my order pick-up time?

You can change your Click & Collect timeslot during your shopping (before submitting your order) by swiping your basket up and selecting ‘Change timeslot’.To change your timeslot after you’ve submitted your order, go to My Orders, select the current order you’d like to update, hit the ‘EDIT’ button and follow the prompts. Please note that changes may be possible up until the order cut-off time (i.e. up to 6 hours prior to order pick-up; or, alternatively, up until 10pm the night before, for order pick-up before 10am).

Can I change from Click & Collect to Delivery and vice versa, after submitting my order?

Yes, but only if your order cut-off time hasn’t lapsed and there is an available delivery or pick-up timeslot available. To make the change, go to My Orders, select the current order you’d like to update, hit the ‘EDIT’ button and follow the prompts.

QUALITY AND FRESHNESS

I am concerned about the freshness of the foods I’ll receive. What is your freshness promise?

We promise that all items picked for you will have the freshest date available, and we will pick your order and treat it just like it was our own.

Who picks my order?

A dedicated Personal Shopper handpicks your order. Personal Shoppers are professional shoppers that have been trained to select products as if they were shopping for their own families.